English

FAQ

01.- How can I make a booking?

Our website automatically calculates availability and prices, so you can choose the apartment you want and make a booking request straight away (http://www.altubel.com/en/).

If you prefer, you can also get in touch with us using our online form (http://www.altubel.com/en/contacto.html), by phone (+34 964 48 98 29) or by email (booking@altubel.com).

02-. Is there a minimum stay and a specific check-in and check-out day?

In general, the minimum stay is three nights.

In high season, all arrivals and departures are on SATURDAYS.

03.- When is my booking confirmed?

When we receive your request and have checked availability and the apartment price, we will send you the documents and instructions to confirm your booking.

To confirm your booking, you must make a down payment of about 25% of the total amount of your booking. When you make the down payment your booking will be confirmed and we will send you an email containing all the booking details and receipt of the payment received. The remaining amount or difference must be paid when you are given the keys to the apartment or at the latest on the following day.

04.- Can I change or alter my booking?

If you wish to extend your stay and we have availability, the latest prices will apply to the booking. Please notify ALTUBEL as soon as possible.

Once the booking is confirmed, no other changes or alterations will be accepted. Any changes or alterations will be deemed as a cancellation and ALTUBEL may charge the relevant cancellation fees.

05.- What time can I check in to the apartment?

Check-in is from 5pm on your arrival date (if possible please confirm your arrival time the day before).

06.- What time do I have to vacate the apartment when I leave?

Check out is before 10am on your last day. In low season you can request a late check-out. Please ask us in advance about price and availability.

07.- Where do I pick up the keys and what documentation do I need?

When you arrive please go to ALTUBEL's office where you are required to give us: a photocopy of the national ID or passport for all guests over 16, the completed guest registration form, and the receipt of your down payment.

08.- Do I have to pay a deposit when I arrive?

ALTUBEL reserves the right to request a deposit for apartment rental upon check-in which is refunded on departure once we have checked that everything is ok.

09.- Where do I drop off keys when I leave?

When you leave you must drop off the keys at the office during office hours or post them in the office letterbox if the office is closed (we would be grateful if you could let us know if you are going to do this).

10.- What are ALTUBEL's office hours?

If you have any queries when you arrive during your stay, reception and customer service at the ALTUBEL office will be pleased to help you. You can find our updated office hours on our website (http://www.altubel.com/en) and on our office door.

11.- Where is ALTUBEL's office and how do I get there?

Our offices are at Avenida Papa Luna 11 in Peñíscola, between the Papa Luna Hotel and Hosteria del Mar. The building is the tallest around (Torre Hirta Building). ALTUBEL is on the ground floor.

From the N-340 or AP-7, keep going until you get to the Plaza de la Constitución where you take the third exit and continue along Avenida de España to the roundabout at the end. The Tourist Office is straight ahead, the old town is on the right and Avenida Papa Luna is on the left.

If you use sat-nav, it may make a mistake when you enter the address (Avenida Papa Luna, 11) because the same address exists in a neighbouring town (Benicarló). Therefore, we recommend using these coordinates: Latitude: N 40.36571° Longitude: E 0.40329º

12.- What do I do if I am intending to arrive or leave outside of ALTUBEL's office hours?

If you anticipate that you will arrive when the office is closed, please notify ALTUBEL in advance so that we can make alternative arrangements to give you the keys if possible.

There is a €50 supplement for handing over the keys in person and outside office hours. We are unable to hand over keys after midnight.

We also have a key collection service using lock boxes outside ALTUBEL's office that you can request when you make your booking.

If you are planning to vacate the apartment when our office is closed, you can leave the keys in the postbox next to the office door. We would be grateful if you could let us know if you are planning to do this.

13.- Is there an emergency telephone number?

Outside of office hours we have a 24-hour emergency telephone number. You can find the number at any time at on our office door. We would be very grateful if you would use this for emergencies only and whenever possible come to our office during office hours where we will help you personally.

14.- What is the apartment capacity?

The apartment capacity is stated in the description of each apartment. Under no circumstance must the apartment be occupied by more people than its maximum capacity (not including infants under 2 years who sleep in a cot). The age to be considered is the age on check-in to the apartment.

However, some apartments are large enough to accommodate cots or extra beds, upon request. Please consult ALTUBEL if you are interested.

15.- Can I rent a cot and / or extra bed?

You can request cots and extra beds when you make your booking (subject to availability). For more information about prices contact ALTUBEL.

Only some of our apartments are large enough to accommodate cots or extra beds, so please contact ALTUBEL if you are interested.

16.- Can I bring pets?

Unless otherwise stated, no pets are allowed in the apartment other than those permitted by law. In the event this rule is broken, ALTUBEL reserves the right to cancel the booking and request that you vacate the apartment immediately. You shall be required to pay the full amount of the booking, regardless of the number of days you have been in the apartment, in addition to a cleaning fee.

17.- Does the apartment have a swimming pool, parking space and / or WiFi?

The apartment description specifically states the facilities it includes, such as a parking area, swimming pool and other services like WiFi. If you have any queries please ask us when you make your booking.

If parking spaces are not provided or if you need additional parking spaces, please contact us and we will tell you what options we can offer as well as prices and availability.

18.- Are bed linen and towels provided in the apartments?

The booking includes bed linen (which can be changed weekly at reception), but not towels.

Please tell us if you want to use our towel rental service when you make your booking. This service is subject to availability and the cost will be added to the total booking price.

19.- What is included in the apartment rental price?

The price includes use of swimming pools and unless otherwise specified any other sports facilities that belong to the condominium, television, water, electricity, gas, maintenance fees, bed linen (which can be changed weekly at reception), cleaning before and after your stay, and VAT. Towels are not included.

20.- Does the apartment have cooking utensils?

All of the apartments are equipped with standard kitchen appliances, but not a pressure cooker or toaster, among others. If you have any queries please ask us when you make your booking.

21.- What should I do if something isn't working when I arrive or during my stay?

If you find that something is not working properly in the apartment or its facilities when you arrive, please contact ALTUBEL immediately and we will try to solve the problem as quickly as possible.

If you are unable to work any of the appliances, let us know in office hours and we will send someone to help you. Please note that refrigerators take a few hours to reach their optimum temperature when they are plugged in. When the washing machine has finished a cycle, wait a few minutes before opening the door.

If you run out of gas, notify us in office hours and we will get back to you as quickly as possible. If necessary, you can call us on our emergency number outside office hours. Please make sure you turn off the gas whenever you go out. We also kindly ask you to use electricity and water responsibly.

22.- Is the apartment cleaned during my stay?

The price includes cleaning before and after every stay. However, it is your duty to leave the apartment as you found it and to take out your rubbish and any leftover food.

You can hire an extra cleaning service during your stay provided that you give ALTUBEL enough notice. This service is subject to availability and must be paid for when you request it.

23.- What other services are available?

ALTUBEL offers additional services to give you the best holiday experience possible that you can request when you make your booking, including: out-of-office key collection (in person or using ALTUBEL's lock boxes at our office), late check-out in low season, towel rental, cot and extra bed hire, public parking passes, extra cleaning during your stay, tourist information, tour guides and tours, car rental and parking places, and looking after your luggage when you check out.

Please enquire about the price and availability of these services.

These services are subject to availability and the cost will be added to the total booking price.

24.- Can I cancel my booking?

The booking will be cancelled if you notify ALTUBEL of the cancellation before the agreed check-in date, or in the event of a no-show by 5pm on check-in day, unless you confirm that you are definitely arriving.

ALTUBEL reserves the right to charge a processing fee of up to €100 for all customer cancellations for whatever reason, including force majeure.

In addition, pursuant to the law in force, in all cases other than proven force majeure, ALTUBEL reserves the right to apply the following cancellation charges:

a) 10% of the down payment when the cancellation is made 30 days or more prior to the day of arrival.

b) 50% of the down payment when the cancellation is made between 7 and 30 days prior to the day of arrival

c) 100% when the cancellation is made with 7 or less days in advance; or when the apartment has not been occupied within the agreed period.

If you have made a down payment we may retain it to cover the cancellation fees charged according to the above scale. We may also retain any justified processing fees.

No refunds can be given if you arrive at a later date or have to leave on an earlier date than you booked.

ALTUBEL will only accept cancellations made by email (booking@altubel.com) or fax (+34 964 48 09 02). To avoid any cancellation charges, ALTUBEL recommends that you take out cancellation insurance to cover any unforeseen events. Customers are responsible for making travel cancellation insurance claims to their insurance company.

In the event the apartment cannot be used due to unexpected causes that can be attributed to ALTUBEL, you may choose between: a) Taking another apartment with the same or superior features and category; or b) Compensation for an amount equal to twice the down payment made.

25.- What obligations do I have during my stay with ALTUBEL?

When you arrive or at the latest on the following day, you must pay the total price of your booking, minus the down payment.

You are responsible for any damage caused to the apartment, parking area and/or shared areas through negligent use. ALTUBEL accepts no liability for theft or burglary while the occupant is staying in the apartment, or for lost or forgotten items.

You agree to abide by the rules of the building, in particular not making noise at night. No parties of any kind must be held in the apartment.

You also agree to abide by ALTUBEL's instructions on use and maintenance, in addition to rules regarding noise, rubbish disposal, normal use of electricity, water, etc.

Failure to observe any of the above conditions may result in ALTUBEL asking you to vacate the apartment without a refund.

26.- Where can I find more information about my booking?

You can find more detailed information in the Terms and Conditions on our website or contact us using our online contact form (http://www.altubel.com/en/contacto.html), by telephone (+34 964 48 98 29) or by email (booking@altubel.com).

Telephone: 964 48 98 29
Email: Contact Form
Office hours

Office telephone: (3 lines):

0034 964 48 98 29

Customer service hours:

MONDAY TO THURSDAY 09:00 to 14:00 and 16:00 to 19:00

FRIDAY 09:00 to 14:00

 

 

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